1. ReviewJuly2015
Resolving
complaints & disputes
IQA process
It isvital that any complaintsandprofessionaldisagreementsarisingwithinquality
assurance processare resolvedquicklyandeffectively.Once resolvedthiswill bringgreater
clarityand standardisationof practice acrossthe programme.Itwill alsopromote good,co-
operative workingrelationshipswhichwill benefitthe whole programme.

2. ReviewJuly2015
Resolving complaints
and disputes
procedure
Whenany individual involvedinthe IQA
process(assessororIQA) disagreeswiththe
actionsor decisionsof anotherin the process
s/he shouldraise theirconcernwiththe Lead
IQA.Both partiesmayalsoraise their
competingconcernsjointly.
Clarifyingthe disagreement
The Lead IQA will clarifythe point/sunder
dispute withall parties.Itisimportantthat
the pointsand the reasoningsurrounding
themare veryclearlydefinedandunderstood.
It’spossible thatthe disagreementmayonly
be a misunderstandingormisinterpretation.
However,if thisisnotthe case and a genuine
difference of opinionexists,bothpositions
needtobe well understoodinorderthatthis
can be resolved.The LeadIQA will askthe
staff involved,individually,whatwouldtheir
mostpreferredoutcome tothe disagreement
and theirleastpreferredoutcome.
Exploringand seekingviews
The Lead IQA shouldexplore the issueby:
 Seekingguidance fromthe Awarding
Organisation’shandbooksand
advisorydocumentsoranyother
credible writtensource,
 Seekingguidance fromAwarding
Organisation’sadvisorystaff,
 Discussingthe pointswithotherIQAs
not otherwise involvedinthe
disagreement.
Reaching a conclusionand outcome
Havingfullyunderstoodthe pointsunder
disagreementandgatheredinformationand
opinionaboutmatterunderdispute the Lead
IQA will create a reportand actionplanto
bringthe matter to a conclusion.